Technical Support Engineer (Tier 3)

Technical Support Engineer (Tier 3) 🌟

Location: Dallas, TX / San Francisco, CA
Type: Full-Time / Hybrid

About You:
Are you an experienced Technical Support or Engineer professional with over 3 years of expertise? Do you thrive in a fast-paced, hyper-growth SaaS environment? If you have a passion for emerging technologies and are eager to enhance customer experiences, we want to hear from you! 🚀

Key Responsibilities:

• Investigate, diagnose, and resolve high-priority technical issues, system outages, and performance problems. 🛠️
• Conduct root cause analyses on recurring issues and propose long-term solutions. 🔍
• Monitor application metrics and alerts to proactively resolve potential customer issues. 📊
• Replicate bugs and collaborate with the Engineering team for swift resolutions. ⚙️
• Communicate clear and timely updates to customers and support teams on ongoing issues. 📣
• Mentor Tier 1 and Tier 2 support teams to enhance their proficiency in handling routine queries. 👩‍🏫
• Work with product and engineering teams to relay customer insights and improve our offerings. 🤝
• Document processes and solutions meticulously for future reference. 📄
• Identify opportunities to streamline support processes for improved efficiency. 🔄
• Assist the Professional Services team with technical implementations as needed.

Qualifications:

• 3+ years of experience supporting SaaS products, including web development, cloud services, and APIs. 🌐
• Proficient in debugging and diagnosing issues at the code or system level.
• Strong experience with API integrations and debugging tools (e.g., Postman, Chrome DevTools). 🖥️
• Knowledgeable in cloud platforms like AWS and Google Cloud. ☁️
• Familiarity with database query tools (MySQL, Postgres) and issue tracking tools (Jira, Zendesk).
• Ability to balance technical challenges with customer satisfaction. 😌
• Excellent communication skills for articulating technical problems. 🗣️
• Proven track record of managing multiple priorities in a fast-paced environment.

Bonus:

• Experience as an Encompass Admin.

Why Join Polly?

• Be part of an innovative team transforming the mortgage industry! 🌟
• Opportunities for professional growth and upward mobility. 📈
• Engage directly with decision-makers and senior leaders. 💼
• Competitive salaries and 100% paid medical, vision, dental, and life insurance for full-time employees. 🏥
• Enjoy flexible vacation and a hybrid work environment (3x weekly in our innovation hubs).

About Polly:
Polly is revolutionizing mortgage capital markets with its state-of-the-art, data-driven platform. Join us and help shape the future of financial technology!

Apply Now and be part of an award-winning company recognized as one of America’s Best Startup Employers in 2025 by Forbes! 🌟

Polly is an equal opportunity employer. All qualified applicants will be considered without regard to any legally protected status.